Deliver superior service to our key stakeholders through coordinated operational integration of processes and solutions. Achieve deadlines and milestones set, ensuring an ongoing continuum of service enhancements and targeted improvements to increase the value of American Express to customers.Lead and participate in portfolios of projects and initiatives from planning and project delivery, working with key stakeholders to focus on customer experience and optimizing processes.Execute clear project deliverables and collaborating across multiple departments.Participate as representative on wide-ranging projects and assist in formulating and recommending tactical solutions for operational issues, feeding into thought leadership activities and investigating opportunities for process improvements.

Process initial dispute and fraud claims ensuring security of customer accountsDeliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environmentEvaluate and analyze account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services.Resolve product or service inquiries by asking probing questions, determining the cause of the issue; selecting and articulating the best solution to drive brand advocacyAdherence to quality and compliance guidelinesDocument necessary account information and offer custom solutions that benefit the customerGrow and nurture customer relationships on every interaction that results in measurable Customer valueDeliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

Managed team of 10-16 employees, overseeing training and professional growth of employees.Monitored daily and weekly key performance indicators to maintain on-track status.Helped employees with day-to-day work and complex problems by applying motivational andanalytical strategies.Managed quality assurance program, including on-site evaluations, internal audits and customersurveys.Developed team communications and information for meetings.Completed all paperwork, recognizing any discrepancies and addressing them in a timelyfashion.Actively supported Operations Managers, Quality Assurance and Training Team by quickly responding to questions via phone and email and finding appropriate solutions to product issues.Created spreadsheets using Google Sheets for daily, weekly and monthly reporting.

Designed and prepared technical reports, studies and related documentation.Established extensive procedures and policies for troubleshooting and resolving hardware and software issues.Collaborated with senior management and business line management to identify and prioritize newconcepts for development and launch.Conducted data system studies to prepare documentation and specifications for proposals.Performed ad hoc deep-dive analyses for specific business problems.Monitor service level and line adherence to ensure client demands are met.Provide support and handle teams on behalf of a supervisor.

Maintained accurate and current customer account data with manual forms processing and digital information updates.Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.Increased customer satisfaction ratings by solving problems promptly and to customer expectations.

Submitted service tickets for equipment maintenance requests.Configured home appliances during initial set up for seamless customer experience.Analyzed hardware and software issues to identify troubleshooting methods needed for quick remediation.Explained technical information in clear terms to non-technical individuals to promote better understanding.

Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.Submitted service tickets for network maintenance requests.Configured hardware, devices and software to set up internet service at home.Assisted customers in identifying issues and explained solutions to restore service and functionality.Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

Monitored accounts for compliance with established payment plans and flagged those in violation.Counseled customers on payment options and arranged installment agreements.Processed payments and applied to customer balances.Researched, analyzed and settled disputes on monthly bills.Negotiated to collect balance in full.Recorded all information regarding financial status of customers.

Provided primary customer support to internal and external customers in fast-paced environment.Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Consulted with outside parties to resolve discrepancies and create effective solutions.Answered constant flow of customer calls with up to 60 calls per day.Regularly exceeded daily sales and product add-on quotas.